Purchasing & Licensing FAQ

A Unique Purchasing Model

Atlassian is different from most companies when it comes to how we sell on-premise and Cloud software. Our goal is to build incredible, affordable tools that people can try before buying. To do this, we rely on a slightly different sales model. Here's what makes Atlassian different:

No pushy enterprise sales team.

Free and fully functional on-premise or Cloud evaluations that include technical and sales support.

Source

Evaluations

1. Can I evaluate a product for free before purchasing it?

Server products - You can evaluate a product for 30 days (can be extended to a maximum of 90 days) before purchase, allowing you to see and use Atlassian software before you proceed with a purchase. Atlassian provides a fully functional server version of each Atlassian product for evaluation. What you'll be using during your evaluation is what you'll be getting when you buy.

To generate an evaluation license key, or extend your evaluation, simply log into My Atlassian. From here, click on 'New Evaluation License' and follow the instructions to associate your Server ID. A new evaluation license will be generated that you enter into your server product.

All installed evaluations include access to our technical support resources. Evaluation keys are for the highest user tier available and are compatible across stand-alone product/apps user tiers and license types.

Atlassian Cloud - Atlassian offers fully functional evaluations of our Cloud products for a period of 7 days (can be extended to a maximum of 37 days upon request). When your evaluation expires, you can continue using Atlassian Cloud by adding a credit card from your My Atlassian account. Should you opt to discontinue use of our Cloud services, we offer full refunds during the first month of paid service following the end of the evaluation, if you decide Atlassian Cloud isn't for you. After the first paid month, we are unable to offer refunds or exchanges.

Although Atlassian Cloud evaluations include access to Technical Support, please note that we do not provide data backups for Evaluations, only for monthly and annual subscribers.

2. How do I extend my server product evaluation?

We're happy to extend your server product evaluation period for up to 90 days. To generate a new evaluation key:

Click 'New Evaluation License' to create a new key with an additional 30 days evaluation time.

Apply this key to your server under the Administration > License Details page.

3. How is the software distributed? Will I receive a CD-ROM or shrink-wrapped product?

Atlassian has adopted the Electronic Software Distribution (ESD) model. Consequently, software is available only via HTTP download. Atlassian does not distribute any software on CD, DVD or as a shrink-wrapped product. As all commercial and academic licenses include 12 months of software maintenance (support and updates), the ESD model is the best way to stay up-to-date with the numerous software releases made available to you.

4. After I purchase a license, do I need to reinstall the software?

There is no need to reinstall your software. Your existing installation can be updated by copying your purchased license key into the 'License Details' page of your product's administration console.

2. What training solutions are available?

Atlassian offers instructor-led training courses for Jira, Confluence and Dev Tools. Each course is delivered in our virtual classroom (via WebEx) either privately or publicly. Please visit the Training page for further details.

3. Does Atlassian offer any discounts?

We do not offer any discounts. Our goal is to make awesome applications available at the best price and to treat every customer equally. Our products start at just $10 for 10 users. We like to build discounts directly into the prices we publish openly to everyone so there's no guessing or uncertainty around what you're buying and how much it costs.

5. Are there any discounts for academic institutions?

Academic pricing is available to qualified academic institutions for Atlassian's server products.

6. Does Atlassian offer reseller discounts?

Atlassian does not offer any reseller discounts. Discounts are only offered to official Atlassian Partners.

Ordering

1. What is the process for ordering Atlassian products?

All orders are placed via the secure online Quote & Order Form. If you are a reseller, please check the box marked "I am a reseller purchasing on behalf of my customer" during the checkout process. Once that is done, a quote or invoice will be sent via email. If credit card details are not provided through the secure online form, the quote can be paid by mailed check, ACH (US customers) or direct bank transfer.

As Atlassian is Net-0, license and source downloads (if applicable) will only be made available online when full payment is confirmed. Please be aware that we can only accept credit card payments for $10 Starter Licenses and the Atlassian Cloud monthly payment plan.

2. How can I request a quote?

Requesting an obligation-free quote is easy! Just use our Quote & Order Form, which allows you to pay for your software immediately or save a price quote for later. Only quotes submitted through our online form are considered valid, screen prints of the shopping cart are not the same as an official quote.

Please note: Starter Licenses must be purchased with a credit card.

3. How can I pay an outstanding quote or invoice?

You can pay an outstanding quote or invoice by credit card using our secure online payment form or any of the other accepted payment methods (mailed check, bank transfer). You can find complete payment details on the first page of your quote/invoice, as well as our How to pay page.

4. How can I submit a Purchase Order (PO number) to Atlassian?

To get started, please complete our secure online Quote & Order Form. On the final confirmation page, check the PO number box to add your PO number. The PO number will appear on your quote or invoice (valid for 30-days). If you already have a quote or invoice, you can update the quote or invoice through your My Atlassian account via the Orders tab.

Our payment terms are Net 0-day and we accept payment by bank transfer, mailed check, and credit card. Details can be found on the first page of a quote or invoice. Once payment is received in full, we will issue the license keys and email the nominated billing and technical contacts.

5. Can I request a quote or invoice in a currency other than US Dollars?

Atlassian is able to generate quotes in both US Dollars (USD) or Australian Dollars (AUD), however, AUD is reserved for customers in Australia.

To request a quote in AUD, please Contact Us, and we would be happy to assist.

Australian dollar quotes and invoices are calculated using an exchange rate that includes a currency fluctuation margin.

Please note that we are unable to issue quotes or invoices in Australian dollars for orders containing Atlassian Cloud, Starter Licenses or Marketplace apps.

6. Are there any applicable taxes?

Atlassian is an Australia-based company. As such, Atlassian must collect GST from all Australian based customers. As of 01 July 2012, Atlassian will collect VAT from customers within the European Union who have not supplied a valid VAT ID, in accordance with EU tax legislation.

Tax Treaties: As an Australian company, Atlassian is exempt from withholding taxes in some countries like the United States. For compliance reasons, U.S. customers may wish to obtain a copy of the W-8BEN-E form; or for non-U.S. customers, the Australian Taxation Office Certificate of Residency for Atlassian.

Prices may be affected by organizations based in countries that do not have an income tax treaty with Australia and are therefore required to impose withholding taxes. If this applies to you, Australian taxation law requires us to provide proof of tax withheld. As such, we will require documentation from you which states the amount of tax withheld (your tax office should be able to supply the relevant documents). Please contact our Sales Team to discuss the potential implications.

7. How can I make changes to a quote?

Simply log into your My Atlassian account to edit your quote. Once logged in, select 'Orders' at the top of the page. There, you'll see all quotes tied to your email address. Click the pencil icon on the right-hand side, and you'll be able to make any necessary changes. If your quote contains a Cloud subscription or an Enterprise product such as Data Center, please contact us regarding any needed changes.

Payments & Refunds

1. Which payment methods are accepted, and what are your payment terms?

Bank transfer — Can take up to 7-14 business days for bank transfers to clear through our banking facilities. You can email your remittance advice to remittance@atlassian.com.

Mailed check — Can take up to 7-14 business days to be received and processed by our financial institution. We cannot accept checks for AUD orders.

ACH (Automated Clearing House) - Can take between 7-14 business days to process.

Atlassian's payment terms are strictly Net 0-day. This means that the license key(s) or Atlassian Cloud subscription will only be made available after full payment is received. If you have placed your order but find that you are waiting for your organization to make the payment, you can contact us and request a fully-functional evaluation license key to help you cope with any bureaucratic delays.

*Credit card is the only acceptable form of payment for monthly Atlassian Cloud subscriptions.

*Please note that we are unable to issue quotes or invoices in Australian dollars (AUD) for orders containing Atlassian Cloud, Starter Licenses or Marketplace apps.

2. My Visa debit card is showing two transactions, it looks like I was double charged

When possible, we recommend customers do not use Visa debit cards. This is because Visa debit cards place an authorization hold on funds (making them unavailable) for the amount of the purchase. Atlassian settles the transaction immediately (known as "settlement"), but the authorization hold can remain from 1-5 days until it "falls off" depending on Visa's and your bank's policies.

If the funds are not made available 5 days after the transaction, we recommend contacting your bank to see when the authorization hold will drop off.

3. How can I pay an outstanding quote or invoice?

You can pay an outstanding quote or invoice by credit card using our secure online payment form or any of the other accepted payment methods (mailed check, bank transfer). You can find complete payment details on the first page of a quote or invoice and on our How To Pay page.

4. I am in Europe. Will your bank transfer details work?

Only European bank accounts issue IBANs. The number we provide in the quote or invoice can be used as the "IBAN" for your bank transfer. It may also be worthwhile to let your bank know that this is a US Dollar account and that the alpha-numeric number has been supplied and verified by our bank's international payments team.

5. After an order has been placed, how and when can the license key and source be accessed?

Access to your license key(s) and any applicable source code is provided only after the successful receipt and processing of your payment. Once payment is received, the Billing and Technical contact specified on the order can log into their My Atlassian account, and view all corresponding license keys.

6. Can I get a refund, exchange or upgrade after purchasing a server product license?

Yes, you can request a refund or exchange/upgrade of your commercial or academic server license up to 30 days after the original date of purchase. After the 30-day period, standard pricing for upgrades will apply and exchanges/refunds will not be available.

To request a refund/exchange within 30 days of payment, please contact our Sales Team.

Please Note: Given the charitable nature of funds collected from Starter Licenses, we are unable to offer refunds or exchanges for Starter License purchases.

7. Can I get a refund for Atlassian Cloud?

Refunds for Atlassian Cloud are only available within the first paid month after the evaluation period for monthly subscriptions and within 30 days of payment for annual subscriptions. After these periods we cannot offer refunds.

Click the 'Cancel Subscription,' or 'Cancel Evaluation," link to request the cancellation of your account.

The Atlassian Cloud subscription will be terminated at the end of the current billing cycle and your credit card will not be charged again. No credit is offered for canceling an account prior to the end of a billing cycle.

To request a refund during the first month of paid service (following an evaluation) or within 30 days of payment for an annual subscription, please contact our Sales Team.

8. Can I sign up for automatic renewals?

Yes, you can sign up for automatic renewals by credit card to ensure your organization doesn't experience any service interruptions.

Click the Pay with PayPal button, the PayPal login screen will display.

Log in to your PayPal account, the PayPal login screen will close and PayPal will be displayed as your payment method, click the Save button.

4. When will PayPal be available for all purchases?

We are always looking for ways to simplify the purchasing process for our customers. In reviewing customer feedback and purchasing hurdles we have found that our biggest use case for PayPal is monthly Cloud customers. While a decision has not been made on if PayPal will be extended for all purchases, we are extensively tracking requests.

5. Are there any fees that I am responsible for if I choose PayPal?

Buying with PayPal is usually free. There is no charge to open a PayPal account and there is no cost for buying products or services. If your transaction requires a currency conversion, PayPal will use a retail exchange rate (the wholesale cost of foreign currency as denominated by an outside financial institution) plus a conversion service charge. Please see PayPal Currency Conversion and Merchant Fees for more information.

6. How does currency conversion work?

If your transaction requires a currency conversion, PayPal will use a retail exchange rate (the wholesale cost of foreign currency as denominated by an outside financial institution) plus a conversion service charge. Please see PayPal Currency Conversion and Merchant Fees for more information.

7. Do I need a balance in my PayPal account to use it?

Nope! If you link a bank account to your PayPal account, money is taken directly from your bank account when you make purchases or send money.

8. What do I do if I'm locked out of my PayPal account?

If you are having issues signing into your PayPal account because you forgot your username or password, PayPal can help you recover this information. Please contact PayPal Support for assistance.

9. Where I can go for additional help or questions regarding PayPal?

You can find answers to commonly asked questions at the PayPal Help Center. If you cannot find your answer, the PayPal Customer Support team is ready to help. You can Contact PayPal via the PayPal Contact Page.

US Taxes

1. Why are you applying US sales tax to my order?

US sales tax is only applied to orders addressed to billing customers based in the States listed in Question 2 below, containing purchases or renewals of taxable Atlassian products.

Please Contact Us with your exemption documentation and quote number (AT- XXXXXXX) if you are eligible to claim a sales tax exemption in relation to your existing quote.

Where available, Atlassian recommends providing blanket certificates (covers all orders) which remain in force until revoked in writing or by a tax authority.

2. Where can I find US sales tax exemption forms?

The US sales tax exemption forms applicable to each taxable state can be found below:

For Government exemption or immunity from State or Local taxes, you may elect to use Standard Form 1094 when no other evidence is available- Standard Form 1094

3. I've never had to pay US sales tax on my orders before, what's changed?

Atlassian began collection US Sales Tax on taxable sales to customers based in the following states, in accordance with US state tax legislation.

US State

Date Registered

Maine

1. Okt. 2018

Indiana

1. Okt. 2018

Wyoming

1. Okt. 2018

Mississippi

1. Okt. 2018

Kentucky

1. Okt. 2018

Wisconsin

1. Okt. 2018

Hawaii*

1. Okt. 2018

Alabama

1-Jun-2018

Connecticut

1-Apr-2018

Vermont

1-Dec-2017

Michigan

1-Sept-2017

Minnesota

1-Sept-2017

Pennsylvania

1-July-2017

Utah

1-June-2017

Rhode Island

1-May-2017

South Dakota

1-May-2016

Ohio

1-Aug-2015

Arizona

1-Aug-2015

North Carolina

1-May-2015

Illinois

1-April-2014

Massachusetts

1-April-2014

New York

1-April-2014

Texas

1-April-2014

Washington

1-April-2014

Washington D.C.

1-April-2014

* General Excise Tax in Hawaii

If your purchases are U.S. sales tax exempt, please Contact Us with your valid exemption documentation and your quote/order number (AT-XXXXXXX) to avoid being charged U.S. sales tax on future orders.

4. US sales tax was applied to my order, however I can now supply valid exemption documentation covering the period of the purchase. How can I obtain a refund for the US sales tax portion of my payment?

Generally US sales tax will be applied to all taxable orders where valid exemption documentation has not been provided to Atlassian.

However if valid exemption documentation covering the period of the purchase can be supplied, please contact our Sales Team to arrange for the refund of your purchase within 30 days of payment.

After that time, you may contact your local state tax authority or amend your sales tax return to obtain a refund directly from the your local revenue authorities.

5. I'm a Reseller located in a taxable US state, but I'm buying on behalf of a customer who is not located in a taxable US state. Will US sales tax apply?

For Reseller or Partner orders, the application of the US sales is based on the location of the Reseller/Partner and not the location of the customer or technical contact. If a valid reseller exemption certificate has not been supplied at the time of order, then US sales tax will automatically be applied to the order.

1. Why are you applying VAT, JCT or GST to my order?

a) VAT

In accordance with EU, Iceland, Norwegian, Turkish, and South Korea VAT legislation, VAT will be applied only to orders in those countries where exemption documentation or a valid VAT ID has not been supplied at the time of payment.

VAT in other countries such as Switzerland and South Africa is applicable on all taxable sales where a valid exemption documentation has not been provided to Atlassian prior to payment.

Please contact our Sales Team with your VAT ID/exemption documentation and quote number if you would like to apply a VAT ID or exemption status to an existing quote.

c) GST

In accordance with Indian service tax legislation, service tax will be applied only to orders where a valid Permanent Account Number (PAN), Corporate Identification Number (CIN) or Service Tax registration number has not been supplied at the time of payment. Australian customers are subject to 10% GST.

2. Do you include Tax in the prices listed on the website?

No, the prices listed on our website are in US Dollars and do not include any tax.

However, quotes generated via the Atlassian Store prior to purchase will state the applicable tax in US Dollars.

Please note:

For customers located in Australia, the tax conversion rate will be displayed on the Tax Invoice, which is issued upon receipt of payment in full.

For customers in the European Union, Norway, Iceland, South Korea, Japan, India, Turkey, and South Africa the equivalent tax will be displayed on the final invoice, which is issued upon receipt of payment in full.

3. The VAT/JCT/GST on my quote is shown in US Dollars. Where can I find the equivalent tax in my local currency?

The equivalent tax in Euros / Norwegian Krone / Icelandic Krona / South Korean Won / Japanese Yen / Turkish Lira / South African Rand will be displayed on the final invoice, which will be issued after full payment has been received.

This is because exchange rates fluctuate constantly and the equivalent tax in the non-USD currency cannot be determined until receipt of payment.

4. I've never had to pay VAT, JCT or GST on my orders before, what has changed?

From time to time, domestic governments introduce new taxes or apply VAT, JCT or GST to new taxable items through new legislation.

To be a good global citizen, Atlassian endeavors to be compliant with all relevant international laws. To uphold our core value of "Don't #@!% the Customer" where possible, Atlassian will go to the additional effort of registering, implementing, collecting and filing local VAT or JCT returns to be compliant with these legal requirements rather than ceasing to sell Atlassian products in a country with new taxes.

5. VAT or GST was applied to my order, however I can now supply my valid VAT ID, PAN, CIN, or GST registration number. How can I obtain a refund for the VAT or GST portion of my payment?

Generally VAT or GST will be applied to all taxable orders where exemption documentation or a valid VAT ID, PAN, CIN, or GST registration number has not been provided to Atlassian.

However, if exemption documentation or a valid VAT ID covering the period of the purchase can be supplied, please contact our Customer Advocate Team to arrange for the refund of your purchase within 30 days of payment.

After that time, customers with a valid VAT ID may claim a refund for VAT paid on business expenses directly from your local tax authority via your business VAT return. You do not need to self-assess VAT on this transaction again under the reverse charge system.

6. I am a Reseller located in a taxable country, but I am buying on behalf of a customer who is not located in a taxable country. Will VAT apply?

a) VAT

For Reseller or Partner orders, the application of the VAT is based on the location of the Reseller/Partner and not the location of the customer or technical contact. If no valid exemption documentation or VAT ID has been supplied at the time of order, then the VAT rate of the Reseller's/Partner's country will be automatically applied to the order.

b) JCT

JCT is applicable for all taxable sales.

c) GST

For Reseller or Partner orders, the application of GST is based on the location of the Reseller/Partner and not the location of the customer or technical contact. If no valid PAN, CIN or GST registration number has been supplied at the time of order, then GST will be automatically applied to the order.

8. How do I update my My Atlassian (my.atlassian.com) account to include my VAT exemption documentation?

Please contact our Sales Team with your exemption documentation and quote number if you would like to apply your tax exemption status to an existing quote.

Please note, this is not applicable to JCT

Software Maintenance

1. What kind of support does Atlassian offer?

Support von der Community

Select Support

Priority Support for Cloud

Priority Support for Server

Premier-Support

Deployment Option

Alles

Alles

Cloud

Server or Data Center

Alles

Self-Help Resources

Support von der Community

Support Portal

-

Hours of Availability¹

-

9/5²

L1: 24/7 L2: 24/5 L3, L4: 9/5

L1: 24/7 L2: 24/5 L3, L4: 9/5

24/7

Initial Response Time (L1)

-

2 Hr

1 Hr

1 Hr

30 Min.

Initial Response Time (L2)

-

6 Hr

2 Hr

2 Hr

2 Hr

Initial Response Time (L3)

-

1 Business Day

1 Business Day

1 Business Day

8 Hr

Initial Response Time (L4)

-

2 Business Days

2 Business Days

2 Business Days

24 Hr

Support Team³

-

Select Team

Select Team

L1, L2: Advanced Team L3, L4: Select Team

Dedicated Senior Support Team

Phone Support

-

-

-

L1 Only

All tickets

Matching response times for Staging & QA

-

-

-

-

Development Escalation Priority

-

-

-

-

On-Call Upgrade Coverage

-

-

-

-

Proactive Health Checks (includes QA and Staging)

-

-

-

-

On-boarding & Environment Familiarity

-

-

-

-

Escalation Management

-

-

-

-

Post Incident Reports

-

-

-

-

Support Entitlement

Anyone⁴

Admins of a 25-user or greater server products; Users of cloud products

Users of Cloud products with Atlassian Access

Admins of instances associated with Priority Support

Premier associated contacts

Products Covered

Alle Produkte

All products except StatusPage and Trello.⁵

Products covered by Atlassian Access⁶

Choose one server instance

All products except StatusPage and Trello.⁵

Preis

Kostenlos

Bundled with software maintenance

Bundled with Atlassian Access

$5,000 per product license

$35,000 per 3 named contacts⁷

¹ Hours of Availability - Weekend coverage applies only to Priority and Premier support programs. Weekend coverage for all eligible tiers is limited to L1 issues for Bitbucket Server, Bamboo, Crucible, Hipchat Data Center and Fisheye. Weekend support does not cover free or open source products like Sourcetree and Clover. It also excludes Hipchat Server. Weekends start from 5PM US Pacific timezone (UTC-8 & UTC-7 DST) until Monday 10AM Australian Eastern timezone (UTC+10 & UTC+11 DST), spanning a total of 48 hours.

² 9/5 Support - Hours of coverage include 8am - 5pm for the following timezones: Pacific (UTC-8), Mountain (UTC-7), Central (UTC-6), Eastern (UTC-5), Western Europe (UTC+0), Central European (UTC+1), Eastern European (UTC+2), Australia Western Standard (UTC+8) Eastern Australia (UTC+9), Japan Standard Time (JST), Australia Western Standard Time (UTC+8), Australia Central Standard Time (UTC+9), Australia Eastern Standard Time (UTC+10). India is covered 10am-7pm (GMT+6). Tickets will be handled in the office corresponding to the geo in which they are submitted.

³ Support Team – Our Advanced and Dedicated Senior Teams are both highly trained engineers who are ready to diagnose issues in your environment. Our dedicated senior support team familiarize themselves with three primary contacts from your company to learn your network and environment.

⁴ Community Support - Community Support (from the Atlassian Community) is available to anyone who signs up. Users of 10-user starter license and Sourcetree users are eligible for only community support.

⁵ Select and Premier Support - Includes all Atlassian products other than Statuspage (Statuspage Support Hours) and Trello (Trello Support Hours).

⁶ Atlassian Access Enabled Products – Jira Software, Jira Core, Jira Service Desk, Confluence, Bitbucket, Stride. When additional products are covered by Atlassian Access, they will be included in Priority Support for Cloud.

⁷ Premier Support Named Contacts - Premier connects our top tier engineers with the customer and in order to ensure the best outcomes we limited the number of individuals within an account per $35,000 to three named contacts. This helps ensure the most knowledgeable individuals within our customers are connected with our most senior engineers to drive issues to conclusion faster. If additional named contacts are needed they can be purchased three at a time by purchasing additional Premier licenses. Account coverage pertains to all active Atlassian server product licenses and does not include Open Source products or 3rd party apps.

2. What are the benefits of renewing software maintenance?

Renewing your server software maintenance is entirely optional, but it will ensure your continued access to the following great benefits:

Legendary Support

Software updates

Our products continue to evolve via frequent and significant updates. If you're after new features, ever improving usability and the latest innovations in issue tracking, active software maintenance ensures you continue to receive all the latest software updates for another 12 months.

Peace of mind

If your team depends on our products for many of its day to day activities, having a guaranteed direct line of contact to a committed support team offers fantastic peace of mind. Renewing ensures that the privileges of software maintenance continue uninterrupted.

Order your renewal today

If you wish to renew your software maintenance, or upgrade your license, simply submit your order using our Quote & Order Form.

3. When does software maintenance start?

New license: Your 12-month software maintenance period will commence from the date of payment confirmation.

Upgrade: Your 12-month software maintenance will commence from the date of payment confirmation and replaces any active software maintenance of the upgraded license.

Software maintenance renewal: Your 12-month software maintenance will commence from the expiration date of the previous maintenance period, regardless of when the maintenance renewal was purchased.

Please note: maintenance renewals commence from the date the previous maintenance period expires, regardless of when the maintenance renewal was purchased.

4. What happens when the included maintenance ends?

After the first 12 months, your software maintenance will expire and you will no longer be able to receive technical support or software updates. Renewing your software maintenance is done purely at your discretion and can be renewed in advance of your maintenance expiration to ensure uninterrupted access to the support and software updates.

As all commercial and academic licenses are perpetual, you can use your software into perpetuity. This means the server product will continue to operate in its current state after the maintenance period expires.

Please note: maintenance renewals commence from the date the previous maintenance period expires, regardless of when the maintenance renewal was purchased.

5. Can maintenance dates be co-termed/synchronized?

Software Maintenance comes in 12-month blocks. If you have purchased multiple Atlassian products on different dates, your maintenance renewal dates can be co-termed/synchronized to the same date, so long as one license renews at least 12 months of software maintenance. To do this, please request a renewal quote by simply clicking the 'Renew' tab in our Atlassian Store. Once your renewal quote has been created, Contact our Customer Advocate Team, and we'll be happy to help!

Please note: Because upgrades and new license purchases include 12 months of maintenance from the date of purchase, they cannot be co-termed to existing licenses for less than 12 months.

6. How can I purchase a maintenance renewal?

Anyone can purchase or request a quote - all that's needed is the Support Entitlement Number (SEN) and the email address of any current contact for the license being renewed. To order a server product software maintenance renewal, please visit our Quote & Order Form and click on the "Renew" tab*. On the Renew tab, you can renew a product that you are associated with or provide us with the details of the product you wish to renew.

Once that is done, a quote or invoice will be sent via email. If credit card details are not provided through the secure online form, the quote can be paid by mailed check, ACH (US customers) or direct bank transfer. License and any relevant source downloads can be accessed online upon confirmation of payment.

Following payment confirmation, a new license key will be issued. The Billing or Technical contact can access the license key via their My Atlassian account. The existing installation can be updated by copying and pasting the new license key into the "License Details" page of product's administration section.

The quote or purchase confirmation will be sent to the named billing and technical contact(s).

Please note: Customers can hold a maximum of 3 years worth of active software maintenance for a server product. Atlassian Cloud customers can purchase a 12-month subscription.

*Pricing for software maintenance may be reviewed from time to time. For products whose maintenance is based on an old licensing model, which is no longer available, you will be quoted at the current renewal pricing. At our sole discretion, we may offer a limited-time grandfathering program for server products (not hosted) that we would announce to all customers holding licenses that experienced a change.

7. Atlassian Support End-of-Life Policy

Atlassian supports major versions for two years after the first major iteration of that version was released (for example, we support Jira 6.3.x for 2 years after Jira 6.3.0 was released).

Lizenzierung

1. How are users counted in Atlassian licenses, as named or concurrent?

A user is, by definition, any account with the permission to log into the application. A named user with this permission is counted towards the user limit, whether logged in to the application or not. Our licensing model is not based on concurrent users.

2. Can I purchase a Marketplace app at a User Tier other than that of the parent product?

All Marketplace apps must match (or exceed) the parent product in terms of User Tier. For example, if you license Jira Software at 100-Users, and Confluence at 50-Users, all Jira apps must be licensed at the 100-User Tier, and all Confluence apps must be licensed at the 50-User Tier

3. What are the conditions for an Atlassian Academic License?

The following organizations are eligible for an Atlassian Academic License:

Educational institutions: Public or private K-12, vocational schools, correspondence schools, junior colleges, colleges, universities, or scientific or technical schools that are accredited by a national accrediting agency.

Administrative offices & boards of education: Provincial, district, regional, national and state administrative offices and authorities of the Educational Institutions defined above.

Public libraries

Home-school programs

Research institutes that are affiliated with an accredited university.

Teaching hospitals that are affiliated with an accredited university.

Training and teaching organizations that are accredited by a statutory government qualifications body.

Proof of accreditation or affiliation may be required when ordering an Atlassian Academic License.

4. What are the conditions of an Atlassian Open Source Project License? How can I apply?

You can get more information on our Open Source licenses and apply for one here.

5. What are the conditions for an Atlassian Community License? How can I apply?

Atlassian Community Licenses are designed for registered non-profit charitable organizations which are non-government, non-academic, non-commercial in nature, have no religious affiliation and that would not otherwise be able to afford Atlassian software.

6. What are the conditions for an Atlassian Classroom Community License? How can I apply?

Atlassian's free Classroom Licenses are designated for educational use by students and teachers within a classroom setting.

You can get more information on our Classroom Licenses and apply for one here.

7. Would additional licenses be required if multiple instances of the software were to be installed on a single server?

Yes, additional licenses would be required. Each license permits only the deployment of a single instance of the software in a production environment.

8. What are developer licenses, how are they used?

Developer licenses are available to existing commercial, academic, and select Starter license holders (not available for cloud products) who wish to deploy non-production installations for use in testing and development of the Atlassian software (e.g. version upgrades, customizations to the software, etc) that should not be done on a live production instance.

Developer licenses can also be used for non-production installations of the software deployed on a cold standby server.

This license is provided free of charge and the maintenance expiration of this license will be synchronized to the maintenance expiration date of your product.

The technical contact for the license can generate a developer key by following these steps:

1. How do I change the email address on My Atlassian?

If you have licenses attached to your existing account, they will be transferred over to your new email address after a successful change.

2. How do I update the Billing and Technical Contacts for my Atlassian products?

To add a Billing or Technical Contact, any existing Billing or Technical Contacts can log into their My.Atlassian account, select the product or subscription in question, and enter the email address of the new contact. If the new contact does not have an Atlassian Account, you will be prompted to enter a few details.

To establish a new Primary Billing or Technical Contact, the new contact will need to log into their My.Atlassian account and select Make Primary. The existing Primary Contact will then be demoted to a secondary contact and can be removed if needed.

Within Atlassian Cloud, any SIte Admin will be able to make themselves a Billing Contact by navigating to Site Administration > Billing > Overview and selecting Make Me A Billing Contact.

You must be a site admin to update the credit card for an account on an annual subscription. Site Admins can see and update the credit card for your subscription within the site administration console by going to > Billing > Payment details. From here you can:

Enter the email address associated with your account, then click "Send New Password".

We'll send you an email with a link that enables you to reset your password.

6. Where can I access my open quotes or paid invoices?

Atlassian account holders can log into their account and download a quote or invoice, make payment, update PO#, delete quotes, and even make changes to an existing quote. Paid invoices can be found on the "Orders" tab.

Log into your My Atlassian account and click the Orders tab in the navigation bar.

In the "Quotes" tab you can download a PDF quote or invoice, make credit card payment, Update PO# or delete the quote.

In the "Orders" tab you can see an order's details by clicking on the '+' and download a PDF of the paid invoice.

Please note: you can only access the orders where you are listed as the technical or billing contact.

7. What causes this Server ID to be generated? Is it tied to the hardware, OS, or Confluence instance?

The Server ID:

is generated when you install an install version of our software for the first time

exists for the life of the product instance

survives an upgrade

held in the database

not bound to a specific license

the same for all servers in a cluster (Confluence only)

You only need to update the server ID when starting an evaluation and after the first purchase. You are no longer required to provide the server ID after a renewal or upgrade. This will not affect or change the license key. You can learn more about Server IDs here.

8. What's the policy on re-associating licenses with server IDs?

There's no need to do this. Once you have a Server ID associated with a license, you can leave it as is.

9. What happens when I need to reinstall (quickly) on a different system?

Because the server ID is held in the database, it travels with the instance when the database or XML backup is restored on the new system. You don't need to generate a new Server ID for your new system.

10. What do I do when the license screen from my My Atlassian account is asking for my Server ID?

The Server ID is located on a server product's License Details screen. If you have only a License ID in the License Details page, you may bypass the requirement to enter a Server ID - just look for the "Click here if your Confluence/Jira instance does not have a Server ID" link on the "Update Server ID" page after clicking on "View License" on My Atlassian.

11. What can I do as a Billing or Technical Contact?

The Billing and Technical Contacts for a license or subscription have access to update the payment details on file within their My.Atlassian account, view and pay invoices, add additional Billing or Technical Contacts, raise Support requests, generate evaluation licenses, and more.

The Billing and Technical Contacts are viewed as the product owners, and have authority to request changes to the license/subscription.

Anyone can purchase or request a quote, all that's needed is the Support Entitlement Number (SEN) and the email address of any current contact for the license being upgraded.

Visit the Quote & Order Form and click on the "Upgrade" tab. Enter the license SEN and email address for a current license contact. Complete the license type, product, existing edition and upgrade to sections then click "Add to cart." Complete Step 2 and 3 of the Quote & Order Form and submit the form. Once that is done, a quote will be sent via email to the billing and technical contacts.

If credit card details are not provided through the secure online form, the quote can be paid by mailed check, ACH (US customers) or direct bank transfer. When payment is received, an email will be sent to the nominated licensee and billing contacts providing details on how to access the license and any applicable source downloads.

The quote or purchase confirmation will be sent to the named billing and technical contact(s).

5. Wann beginnt meine Wartung nach dem Upgrade?

Your 12 month software maintenance will commence from the date of payment confirmation and replaces any active software maintenance of the upgraded license. You will not accrue maintenance forgone from your old license because a new service agreement is entered on a new product with a new license key.

License upgrades include 12 months of software maintenance commencing from the date payment is processed and cannot be shortened. Customers can synchronize the maintenance on other licenses to match the license being upgraded. Alternatively, when the maintenance for customer's other licenses is up for renewal the upgraded license can be added at that time.

Kundenbedingungen

1. Our legal department would like to make some changes to your Software License Agreement. Is that ok?

If you don't want us to mention your company name at all, just contact our Customer Advocate Team and we'll add you to our list of companies requesting not to be party to any disclosures or forms of publicity (including our customer lists on our website).

3. Neuzuweisung von Lizenzen

Privacy & GDPR

1. What's changing with Atlassian's Privacy Policy?

Atlassian has released an update to our Privacy Policy which comes into effect starting on May 25th, 2018. Our new policy is more user-friendly and addresses new data regulations (including GDPR). The most significant changes in the new policy are explained below:

Better navigation and user-friendly language. To make the policy easier to understand, we use clear, plain language and examples that illustrate our activities. We reformatted our privacy policy page with active links, so you can quickly find the information that matters most to you.

How we integrate our products. We're always improving our products to give you a frictionless and customized experience. The updates to our policy describe the tools we’ve built to make our products smarter and allow you to move seamlessly from one Atlassian product to another.

More control over your information. We make it easy for you to control the information you provide to us. Our policy explains how you can make choices about your information, and the measures we’ve put in place to keep your information secure.

Using our products for work. Many users have access to our services through their organizations (e.g., their employers), who control their accounts or use of our services. The updated policy clarifies our relationship to these users and explains the tools available to administrators of these users.

2. What is GDPR, and what is Atlassian doing to comply?

GDPR stands for the General Data Protection Regulation and is effective as of May 25th, 2018. GDPR replaces national privacy and security laws that previously existed within the EU with a single, comprehensive EU-wide law that governs the use, sharing, transfer and processing of any personal data that originates from the EU.

Our policy is to respect all laws that apply to our business and this includes GDPR. We also appreciate that our customers have requirements under GDPR that are directly impacted by their use of Atlassian products and services. We are committed to helping our customers stay in compliance with GDPR and their local requirements.

As part of our commitment to GDPR compliance, we have updated our Privacy Policy.

In addition, here are a few things that Atlassian is committed to doing to ensure our compliance with GDPR and that of our customers:

Ensuring our products are ISO 27001 and ISO 27018 certified, with JIRA and Confluence Cloud ISO certifications anticipated in May 2018 and all other products as soon as possible thereafter. To learn about our current security certifications and commitments, please see https://www.atlassian.com/trust

Where we are transferring data outside of the EU, Atlassian commits to having the appropriate data transfer mechanisms in place as required by GDPR. This includes our current Privacy Shield certification.

Atlassian commits to follow appropriate security measures and precautions in accordance with GDPR.

Atlassian will assist with notifying regulators of breaches and promptly communicating any breaches to customers and users.

We will ensure that employees authorized to process personal data have committed to confidentiality.

We will hold any subprocessors that handle personal data, including our data center partners, to the same data management, security, and privacy practices and standards to which we hold ourselves.

Atlassian commits to carrying out data impact assessments and consulting with EU regulators where a data impact assessment indicates a high risk associated with processing without an appropriate mitigating strategy.

Where appropriate, we will offer contractual language documenting our commitments to our customers to support their GDPR obligations.

Atlassian will assist our customers, insofar as possible, to respond to data subject requests our customers may receive under the GDPR.

3. Does Atlassian process personal data?

Yes. We process personal data to provide our products and services and for other purposes as outlined in our Privacy Policy.

4. Can Atlassian assist my company with responding to an Individual Rights Request (Subject Access Request)?

As a processor of personal data for many of our customers, we will assist our customers with responding to individual rights requests that they receive under the GDPR. In many cases, customers may be able address these types of requests by logging into the applicable product and using settings available within such product or your account. Where this is not possible, please contact us to request assistance with any such individual rights requests.

In order to legally transfer data outside of the EU, the GDPR requires such data be transferred in accordance with an "adequate transfer mechanism." The Privacy Shield Program is a framework agreed to by the U.S. Department of Commerce and the European Commission that provides an "adequate transfer mechanism" for participating companies. Companies certifying to the Privacy Shield framework agree to apply specific privacy and security protections to personal data when it is transferred from the EU to the U.S. We know that the protection of personal data is important to our customers, which is why we decided to participate in Privacy Shield as a way for us to demonstrate our commitment to global privacy standards and requirements.

Atlassian is Privacy Shield certified, meaning we have promised to follow transfer rules and practices as further described in the Privacy Shield framework. For more information, please see our Privacy Shield Certification.

If you use a server or data center version of our products, we do not host, store, transmit, receive or collect information about you (including your content), except in limited cases, where permitted by your administrator: we collect feedback you provide directly to us through the product; we collect content using analytics techniques that hash, filter or otherwise scrub the information to exclude information that might identify you or your organization; and we collect clickstream data about how you interact with and use features in the applicable product. Server and data center administrators can disable our collection of this information from the applicable products via the administrator settings or prevent this information from being shared with us by blocking transmission at the local network level.

Third-party app policies and procedures are not controlled by Atlassian, and our Privacy Policy does not cover how third-party apps use your information. We encourage you to review the privacy policies of third parties before connecting to or using their applications or services to learn more about their privacy and information handling practices.

17. An wen kann ich mich bei Fragen zum Thema DSGVO wenden?

Our products are used by millions of users around the world. To provide scalable service to our users and customers, we have included GDPR compliance information in our updated Privacy Policy and have included answers to commonly asked questions on this page. We encourage you to review this page first, as you may find your topic of interest has been addressed. However, we also understand there are circumstances where it may help to connect with us directly. For more information, please see the "Contact Us" section of our Privacy Policy.

Customizations and Professional Services

1. Do I get access to the source code? What customizations can be made to the code?

Jira Software, Jira Core, Confluence, Bamboo, Crowd, Bitbucket and SharePoint Connector for Confluence commercial, academic, and Starter License holders receive source code to the software, allowing for in-house customizations and modifications. Atlassian's software is still very flexible and customizable; source modifications are required only in the most complex setups.

The JSP source code is provided to Crucible and Fisheye commercial, academic, and Starter License holders.

Source code access is only offered by Atlassian for some Atlassian products. 3rd party Marketplace and Atlassian apps may not include access to source code.

PLEASE NOTE: Some customers may not have access to product source code due to U.S. Export Control restrictions. More information can be found at bis.doc.gov.

2. Can I request a feature?

Certainly! As a customer there are different approaches to influencing the evolution of Atlassian's products:

Vote for an existing issue: Atlassian runs a public Jira instance allowing customers to submit feature requests. Each time Atlassian plans the next version of an application, the number of votes for all outstanding issues are reviewed to gauge their popularity. Therefore, by voting for an existing issue you can increase its likelihood of being included in the next planned release. You can search for outstanding issues through the 'Find Issues' search tool. Simply view the relevant issue and 'Vote for it'.

Create a new issue: If there are no matching existing issues that reflect your requirements, you can submit a new feature request by creating a new issue, selecting the relevant project (which product your request relates to), selecting 'Suggestion', and then completing the relevant details on the subsequent screen.

Customize the source code: All Jira, Confluence, Bamboo, and Crowd commercial and academic license holders are granted access to the full source code as part of the terms of the commercial license. With source access the application can be completely customized to cater for the most complex environments and/or requirements.

3. Does Atlassian have a professional services team who can assist with on-site training, implementation and/or software customizations?

Atlassian does not currently offer customers any professional services. Consequently, Atlassian can not formally engage in or formally assist with on-site customer training, implementations or software customizations. Commercial and academic licensees are of course entitled to support and assistance under the terms of their active software maintenance and Atlassian will always endeavor to provide legendary support under those terms. We do, however, have a number of official Atlassian Partners who are able to assist with on-site training, implementation and customization requirements.

Atlassian Partner Programm

1. Is it possible to join the Atlassian Solution Partner Program?

The Atlassian Solution Partner Program was established to provide support and incentives to parties interested in selling Atlassian products and related services to their current and prospective customers. For more information and to submit your application, please visit the Atlassian Solution Partner page.

2. Does Atlassian have any Solution Partners in my local area?

Source

1. Is Atlassian's software open source?

No, Atlassian products are proprietary software applications.

Jira Software, Jira Core, Confluence, Bamboo, Crowd, Bitbucket, and SharePoint Connector for Confluence commercial, academic, and Starter License holders do however receive the full source code to the software, allowing for in-house customizations and modifications. Atlassian's software is still very flexible and customizable; source modifications are required only in the most complex setups.

The JSP source code is provided to Crucible and Fisheye commercial, academic, and Starter License holders.

2. Who has access to product source code?

Source code access is available only to the nominated technical and billing contacts of a server product license. To become a license contact and have access to source code, please contact your nominated technical or billing contact(s). If you do not know whom to contact within your organization, please contact us.

Atlassian Cloud customers do not have access to source code as the Cloud code base is not customizable. In addition to Atlassian cloud customers, some customers may not have access to product source code due to U.S. Export Control restrictions. More information can be found at bis.doc.gov.

Please note: Atlassian does offer free licenses for official Open Source Projects and community organizations — it's our way of giving something back. In addition, Atlassian actively supports a large number of Open Source projects and groups, such as Apache, Codehaus, OpenSymphony, WebWork, and XDoclet. To learn more about Open Source at Atlassian, click here.